Onsite Support Technician II

Job Description

Job Description

Onsite IT Support Technician (Level 2)

Microsel of Colorado LLC d/b/a TrinWare
Location: Centennial, CO
Job Type: Full-Time | Onsite

Job Details

• Pay: $60,000 – $75,000 annually , based on experience and demonstrated capability
• Schedule: Monday–Friday

About TrinWare

Microsel of Colorado, LLC d/b/a TrinWare is not your average IT company. For over 20 years, we have delivered managed IT services, cybersecurity, and infrastructure solutions to businesses across Colorado and beyond.

We operate a structured, process-driven service model designed to deliver consistent, predictable outcomes for our clients. Our team is expected to perform at a high level, communicate clearly, and execute with discipline.

The Role

We are looking for a Level 2 Onsite Technician who can operate independently, represent the company professionally, and execute consistently within our service model.

This is not a sit-behind-a-desk role. This is a field position.

You will be the face of TrinWare to our clients. That means how you communicate, how you present yourself, and how you execute matters just as much as your technical ability.

Work Structure

• Monday & Friday: Possibly In-office or road work
  • Service desk tickets
  • Project assistance
• Tuesday–Thursday: Field work
  • Up to three onsite client visits per day
  • Travel between client locations required

Core Responsibilities

• Resolve end-user and infrastructure issues across multiple client environments
• Execute onsite service visits efficiently and professionally
• Manage and close tickets daily while maintaining quality standards
• Document all work clearly and completely in the ticketing system
• Communicate with clients in plain, professional language
• Follow established processes, escalation paths, and service standards
• Coordinate with the service desk and leadership when needed
• Maintain awareness of schedule and ensure on-time arrival to all appointments

Execution Expectations

• Ability to handle multiple tickets per day without loss of quality
• No idle time between scheduled work and ticket responsibilities
• Strong time management across multiple client locations
• Clear, complete documentation on every ticket
• Early communication when blocked, delayed, or behind schedule
• Escalate appropriately. Do not operate outside defined process

First 90 Days Expectations

First 30 Days

• Learn TrinWare processes, tools, and documentation standards
• Shadow onsite visits and begin handling tickets with oversight
• Demonstrate clear, professional communication with clients and internal team
• Accurately document all work in the ticketing system
• Show punctuality, preparedness, and ability to follow schedule

Days 31–60

• Begin operating independently on standard onsite visits and service tickets
• Manage daily workload across both field visits and ticket responsibilities
• Demonstrate consistent troubleshooting across user, device, and basic network issues
• Follow escalation paths correctly without prompting
• Maintain clear, complete, and consistent ticket documentation

Days 61–90

• Fully manage assigned onsite schedule and service workload independently
• Deliver consistent, high-quality client interactions without supervision
• Resolve the majority of L2 issues without unnecessary escalation
• Maintain strong time management across multiple client environments
• Demonstrate reliability, accountability, and alignment with team standards

At 90 Days

• Trusted to operate independently within client environments
• Consistently meets service expectations and documentation standards
• Communicates clearly, escalates appropriately, and represents TrinWare professionally

Experience & Skills

• 3+ years in IT support, preferably in a Managed Services (MSP) environment
• Strong troubleshooting across Windows 10/11 and Windows Server environments
• Hands-on experience with Microsoft 365 (Exchange Online, Entra ID, Teams, SharePoint basics)

Networking & Infrastructure

• Solid understanding of TCP/IP, DNS, DHCP, VLANs, and basic routing
• Experience working with business-grade firewalls (Fortinet, SonicWall, Cisco, or similar)
• Ability to perform basic firewall tasks:
  • Policy and rule updates
  • VPN user troubleshooting
  • Reviewing logs for connectivity issues
• Familiarity with switches and wireless infrastructure in a business environment

Endpoint & Security

• Experience supporting endpoint protection platforms (EDR/XDR)
• Familiarity with patching, system updates, and endpoint lifecycle management
• Understanding of MFA, identity security, and access controls

Tools & MSP Environment (Preferred)

• Experience working within an RMM and PSA platform
• Ability to manage, update, and close tickets with clear documentation
• Exposure to remote monitoring, alerting, and automation tools

Core Capability

• Ability to troubleshoot across user, device, and network layers without defaulting to escalation
• Comfortable working independently in client environments
• Knows when to escalate and follows defined escalation paths

Additional Expectations

• Candidates should be comfortable connecting a laptop, identifying a network issue, and resolving it without relying on trial-and-error
• This role requires independent execution. Candidates who require step-by-step direction for routine issues will not be a fit

• Ability to pass a drug and/or alcohol screen and background check.
• Valid and clean Colorado driver’s license with the ability and willingness to travel locally as needed.

Professional Expectations

• Clean-cut, professional appearance at all times
• Strong interpersonal and communication skills
• Ability to translate technical issues into clear, understandable language
• Positive attitude and strong client presence
• High attention to detail
• Reliable, punctual, and accountable
• Respect for chain of command and operational structure

• Strong interpersonal skills and business acumen.
• Strong time management skills and the ability to stay organized during high volume.

Key Performance Indicators (KPIs)

• Adherence to SLAs for ticket response and resolution.
• Reduction in repeat incidents and alert fatigue.
• System uptime and monitoring compliance across clients.
• Patch and security compliance rates.
• Team performance metrics and documentation accuracy.
• Client satisfaction scores (CSAT/NPS).

Work Environment

• On-site only — no remote or hybrid options.
• Based at TrinWare’s Centennial, CO office with travel to client locations throughout the Colorado I-25 corridor, and beyond as may be required.
• Standard schedule: Monday–Friday, 7:30 AM–6:00 PM (occasional off-hours or weekend work).

Benefits

• Medical, Dental, and Vision Insurance (company cost share)
• 401(k) with company match
• Life Insurance and Short-/Long-Term Disability
• Paid Holidays, Vacation, and Sick Leave
• Employee discounts, referral, and assistance programs
• Professional development support, including certification reimbursement

Process & Improvement

We operate within a defined service model. Following process is not optional.

We also believe good ideas can come from anywhere. If you see a better way to do something, bring it to your supervisor. Improvements are evaluated and implemented through leadership to ensure consistency across the organization.

Why TrinWare

• Competitive compensation
• Health, dental, and vision benefits
• 401(k) with company match
• Professional, structured environment
• Opportunity to grow within a high-performance team

Our Core Values – G.O.A.L.S.

Growth – Optimism – Accountability – Leadership – Service
We believe in a championship mentality — pushing for excellence, growth, and delivering service that clients remember.

Final Note

This role is for someone who takes pride in execution.

If you are organized, professional, and capable of delivering consistent results across multiple environments, you will do well here.

If you require constant direction or prefer unstructured environments, this is not the right fit.